Senior Engineer, Unified Communications

Position Title: Senior Engineer, Unified Communications
Department: Technology
Reports to: Senior Manager, Unified Communications
Location: Remote
Schedule: Monday - Friday, 9 to 5PM ET
Salary Range: $87,600.00 - $117,100.00

Vibrant Emotional Health’s groundbreaking solutions have delivered high quality services and support, when, where and how people need it for over 50 years. Through our state-of-the-art technology-enabled services, community wellness programs, and advocacy and education work, we are building a society in which emotional wellness can be a reality for everyone.

Position Summary:

The Senior Engineer, Unified Communications assists with UC platform development, design, and support. The Lead Unified Communication Engineer role will understand business processes and develop unit and integration test scenarios in accordance with system requirements and business process changes. The position provides central support to core systems, designs, configures, installs, manages, and troubleshoots Genesys hardware and software.

Job Duties/Responsibilities:

• Lead/coordinate new Voice, Chat, SMS, Video infrastructure and application deployments
• Provide high level operational support and receive escalations in order to ensure final resolution on reported incidents
• Monitor Voice, Chat, SMS, Video infrastructure capacity and performance to ensure continued, uninterrupted operation of systems and applications
• Ensure full compliance on Corporate Change Management policies and procedures for Voice & Video infrastructure
• Lead/coordinate and manage Service Provider related activities
• Manage resources and project related tasks related to new deployments
• Provides operational readiness through the engineering, planning, coordination, incident and problem resolution, software installation, and upgrades
• Participates in the planning, deployment and support of Unified Communication systems
• Other duties as assigned

Required Skills/Abilities:

• Strong, hands-on, experience with the Genesys framework (configuration, routing strategies, etc.)
• Responsible for administration and support of Genesys PureCloud solutions
• Problem management skills
• Advanced troubleshoot skills
• Ability to collaborates with vendors on infrastructure designs to ensure the final product is what was architected or designed
• Ability to define hardware and software performance standards
• Serve as subject matter expert on all matters of Contact Center-related technology
• Demonstrates ability to absorb change and continue with positive results

Required Qualifications:

• Bachelor’s Degree and at least 5 years experience as a UC Engineer or similar role (additional experience may be substituted in lieu of a degree)
• Fully understand UC fundamentals and advanced features
• Experience supporting large-scale UC implementations and upgrades
• Hands on UC implementation, administration, maintenance, and optimization experience (e.g. Genesys PureCloud or similar)

Physical Requirements:

• Must be able to remain in a stationary position 50% of the time
• Will constantly operate a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer
• Will frequently communicate over video calls with internal and external stakeholders

We determine base pay through a comprehensive review of skills, experience, education, certifications, geographic location, and other relevant factors. The range listed reflects the compensation parameters for the role and does not represent the full compensation package. A complete overview of compensation and benefits will be provided by the Talent Acquisition team during the hiring process.

Full time employees will be eligible for excellent comprehensive benefits, including medical, dental, vision, supplemental income insurance, employer paid disability insurance, employer paid life insurance, pre-tax FSA for medical and dependent care, and 401K available.

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they are able to perform every task in the job description. We are most interested in finding the best candidate for the job, and that candidate may be one who comes from a less traditional background. Vibrant will consider any equivalent combination of knowledge, skills, education and experience to meet minimum qualifications. If you are interested in applying, we encourage you to think broadly about your background and skill set for the role.

Vibrant Emotional Health is an equal opportunity employer. Applicants are considered for positions without regard to veteran status, uniformed service member status, race, creed, color, religion, gender, gender identity, sex, sexual orientation, citizenship status, national origin, marital status, age, physical or mental disability, genetic information, caregiver status or any other category protected by applicable federal, state or local laws.

Please be aware that fictitious job openings, consulting engagements, solicitations, or employment offers may be circulated on the Internet in an attempt to obtain privileged information, or to induce you to pay a fee for services related to recruitment or training. Vibrant does NOT charge any application, processing, or training fee at any stage of the recruitment or hiring process. All genuine job openings will be posted on our careers page and all communications from the Vibrant recruiting team and/or hiring managers will be from an @vibrant.org email address.